Hospitality Managers will be responsible for implementing Catholic Health’s Patient Experience Program on specific hospital campuses to ensure that patients and families receive comfortable, compassionate, and safe care during their hospital stay.  They will work collaboratively with all clinical and nonclinical disciplines in their assigned hospital unit/department to create an environment of safety and comfort for patients and families.

Essential Job Duties:The Hospitality Manager will serve as a key point of contact between unit/department leadership and patients/family in managing and coordinating patient care. They will actively listen to patient concerns, and escalate to appropriate management as they arise, performing service recovery as needed. They will actively:

• Round on patients and families regularly to ensure standards of care are met and to develop a relationship of trust
• Facilitate communication between patients, patient/families and the care team
• Facilitate patient experience rounding by senior leaders on the nursing unit. Shadow and observe the patient’s experience rounding in action
• Ensure there is real-time follow-up on patient/family concerns
• Identify and follow through with patients and families who have special needs/requests or who require service recovery
• Track/trend patient feedback to identify issues and opportunities
• Complete reports and documentation to share with the appropriate stakeholders
• Facilitate surveys - discuss with patients and families and encourage survey participation and unbiased feedback
• Conduct follow-up phone calls post-discharge to collect additional feedback
• Assist with capturing patient success stories
• Assist PX Director with in-depth analysis of all patient metrics, PX Surveys, written and verbal compliments and complaints, and qualitative data from multiple sources
• Provide one-on-one coaching for leaders and key staff to improve patient experience
• Provide regular communication to the campus PX Director on project timelines and progress.
• Collaborate on a regular basis with the campus PX Director
• Educate staff in the philosophy and techniques of patient experience improvement, using I-CARE values to drive culture and behavior
• Participate in unit and departmental meetings and huddles as indicated
• Assist in implementing process improvement projects that impact patient experience in the hospital
• Any other related request, as directed by the Catholic Heath Office of Patient Experience
• Exemplify, promote, lead and coach on the ICARE values and PX behaviors on a daily basis with patients, families, and employees
• Uniform will likely be provided
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Education and Experience:

To qualify, the candidate must have a Bachelor’s Degree with a minimum of 1–2 years of work experience participating in performance improvement programs, problem-solving, time management, hospitality programs. Excellent written and oral communication skills; prioritization skills; and be self-motivated and detail oriented with an excellent work ethic.

Other skills:

• Outstanding interpersonal and communication skills.
• Ability to respond in a caring, empathic, and calming way with people.
• Comfortable working in a fast-paced setting with seriously ill. 
• Demonstrated experience in leading by influence.
• User knowledge of relevant computer systems/applications.
• Ability to research, summarize and communicate verbally and in writing to the public.
• Polished facilitation and presentation skills

This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate’s qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits.

At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.